Question 1

The _______ provides inexpensive,convenient,self-service exchange relationships with minimal value-added service,often through Internet Web sites or other direct marketing media.
A)efficient,low-cost transactional experience
B)high-touch,consultative experience
C)flexible,multi-access-point experience
D)one-stop shopping experience

Accepted Answer

Inexpensive, self-service and minimal value-added service are the key terms in the statement that suggest an efficient, low-cost transactional experience. This type of experience is often found in online channels like internet websites or direct marketing media.

Option B, high-touch, consultative experience, is about providing high levels of customer service that involve personalized advice and interactions, and it is not suited for the factors mentioned in the statement.

Option C, flexible, multi-access-point experience, is about providing customers with multiple ways to interact with a business and does not necessarily imply a low-cost transactional experience.

Option D, one-stop shopping experience, is related to the convenience of finding all the products or services a customer needs in one place, but it does not refer to the level of service or cost mentioned in the statement.

Question 2

The degree to which targeted customer firms are actually reached and served by the appropriate kind and number of channels is _______.A further demand is that managers match customer requirements and preferences with the capabilities of alternate channels.
A)exposure
B)coverage
C)distribution intensity strategy
D)total customer experience

Accepted Answer

A

Question 3

The goal of _____ refers to the extent to which business channels enable a supplier firm to reach,develop,and serve targeted segments and customer firms.Ideally,supplier firms seek channels that provide coverage and exposure to as many profitable customers as possible.
A)market access
B)value-added
C)cost-to-serve
D)total customer experience

Accepted Answer

Market access refers to the ability of a supplier firm to reach and serve targeted segments and customer firms, which is the goal mentioned in the question. Options B, C, and D refer to different goals or aspects of channel management.

Question 4

A set of interdependent organizations involved in the process of making a product or service available for use or consumption is _______.
A)marketing channel
B)business channel management
C)fulfillment management
D)value-added management

Accepted Answer

A marketing channel is a set of interdependent organizations involved in the process of making a product or service available for use or consumption. It involves activities such as sourcing raw materials, manufacturing, logistics, distribution, and retailing. The goal of a marketing channel is to create value for customers by making products or services available in the right place, at the right time, and at the right price.

Question 5

The _______ allows the customer the ability to choose to purchase a supplier's offering intact or piecemeal from several integrated or stand-alone channels on a transaction-by-transaction basis.
A)efficient,low-cost transactional experience
B)high-touch,consultative experience
C)flexible,multi-access-point experience
D)one-stop shopping experience

Accepted Answer

The given statement talks about the customer's ability to choose from multiple channels on a transaction-by-transaction basis, which implies flexibility and multi-access points. Option A talks about low-cost transactional experience, which is not necessarily relevant in this context. Option B talks about high-touch, consultative experience, which is a different approach altogether. Option D talks about one-stop shopping experience, which could be a subset of the flexible, multi-access point experience, but may not cover all aspects described in the given statement.

Question 6

The _______ furnishes extensive consultation and advice,customization of offerings,frequent face-to-face encounters with supplier personnel,and a complete range of value-added services.
A)efficient,low-cost transactional experience
B)high-touch,consultative experience
C)flexible,multi-access-point experience
D)one-stop shopping experience

Accepted Answer

The description provided in the statement matches with a high-touch, consultative experience where the supplier provides extensive consultation and advice along with frequent face-to-face encounters with supplier personnel. Additionally, customization of offerings and a complete range of value-added services are also provided, indicating a personalized approach. Hence, option B is the best choice. The other options, such as an efficient low-cost transactional experience, a flexible multi-access-point experience, and a one-stop shopping experience, do not match the given features.

Question 7

The goal of _______ captures the total expenditures required to deliver the intended total customer experience to targeted segments and customers.Perhaps the principal reason that supplier firms turn to indirect channels is the desire to dramatically reduce distribution costs.
A)market access
B)value-added
C)cost-to-serve
D)total customer experience

Accepted Answer

The phrase "total expenditures required to deliver the intended total customer experience" suggests the concept of cost-to-serve, which involves analyzing all the costs incurred in delivering a product or service to a customer. The other options, market access and value-added, do not directly relate to cost analysis. The last option, total customer experience, is mentioned in the sentence as the outcome that the cost-to-serve is meant to achieve, but it is not itself the concept being described.

Question 8

In a _______,each salesperson is responsible for calling on customers in a defined territory.They perform traditional selling activities-making presentations,asking for orders,and making after-sale calls.Their efforts revolve around discrete exchanges or series of exchanges.
A)systems sales force
B)major account sales force
C)transactional sales force
D)strategic account sales force

Accepted Answer

A transactional sales force is responsible for performing traditional selling activities, such as making presentations, asking for orders, and making after-sale calls, in a defined territory. The focus is on discrete exchanges or series of exchanges, rather than strategic account management or complex sales systems.

Question 9

The _______ enables customers to purchase a wide-variety of complementary products and services from a single source.
A)efficient,low-cost transactional experience
B)high-touch,consultative experience
C)flexible,multi-access-point experience
D)one-stop shopping experience

Accepted Answer

The term "one-stop shopping experience" best describes the situation where customers can purchase many different products and services from one single source. A one-stop shopping experience not only provides convenience to customers who want everything in one place but also allows businesses to cross-sell and up-sell more effectively.

Question 10

With a _______ format,a firm posts detailed information about the company and its market offerings.In more advanced systems,customer firms have access to pricing information,use an "electronic shopping cart" to select items for purchase,configure more complex offerings,and are able to order products or services 24 hours a day,7 days a week (24 _ 7).
A)community
B)catalog
C)electronic auction
D)exchange

Accepted Answer

A catalog format typically includes detailed information about a company's products or services and allows customers to browse and order online using an electronic shopping cart. This format is commonly used for e-commerce websites.

Question 11

A business-to-business (B2B)_______ is an electronic forum where multiple buyers and sellers can make bids or accept offers for a variety of products and services.Buyers and sellers can accept any price offered at any time and either party can withdraw or revise a bid.
A)community
B)catalog
C)electronic auction
D)exchange

Accepted Answer

An electronic exchange in the context of B2B is a platform where multiple buyers and sellers can interact to bid or accept offers on products and services, allowing for dynamic pricing and the ability to revise or withdraw bids, fitting the description provided.

Question 12

Among the five essential customer requirements that encompass _______ are the breadth and depth of products and services in a supplier's market offering,the availability of those products and services at supplier warehouses and/or showrooms,timing and reliability of delivery,installation,and payment terms and conditions.
A)total customer experience (TCE)
B)business channel management
C)immediacy of fulfillment
D)value-added management

Accepted Answer

The answer of Among the five essential customer requirements that...

Question 13

The goal of _______ in the context of business channels entails the augmenting products and services channel partners contribute to the supplier firm's market offering.
A)market access
B)value-added
C)cost-to-serve
D)total customer experience

Accepted Answer

Value-added refers to the process of enhancing a product or service with additional features or benefits, which can be done by a channel partner to increase the value of the supplier firm's market offering. Market access refers to the ability to reach customers in a particular market, cost-to-serve refers to the cost of delivering products or services to customers, and total customer experience refers to the overall impression a customer has of a company across all touchpoints.

Question 14

A form of electronic transaction formats that facilitate delivery of added value is the _______ which is a hosted,though unmoderated,cyber forum where users exchange information about a particular product or service,technology,or industry.
A)community
B)catalog
C)electronic auction
D)exchange

Accepted Answer

A community is a form of electronic transaction format that facilitates the delivery of added value through a hosted, unmoderated forum where users can exchange information about a particular product, service, technology, or industry. This can provide valuable insights, feedback, and support to users, and can generate new ideas and collaborations. Catalogs, electronic auctions, and exchanges can also facilitate electronic transactions, but do not necessarily provide the same level of information exchange and community building as a hosted forum.

Question 15

The number of resellers authorized or direct sales persons assigned per geographic trade area is _______.By adjusting this factor,the supplier makes it more convenient for the customer to purchase an offering.
A)exposure
B)coverage
C)distribution intensity strategy
D)total customer experience

Accepted Answer

The term referring to the number of resellers or sales persons assigned per geographic trade area is "coverage." By adjusting this factor, the supplier can increase the convenience for the customer to purchase the offering.

Question 16

The _______ entails all aspects of a customer firm's encounter with a supplier firm.Ideally,the TCE should be a positive,seamless,and memorable interaction that matches the customer firm's purchasing requirements and preferences.
A)total customer experience (TCE)
B)business channel management
C)fulfillment management
D)value-added management

Accepted Answer

The total customer experience (TCE) includes all aspects of a customer firm's encounter with a supplier firm, including interactions before, during, and after the purchase. The TCE should ideally be a positive and seamless experience that matches the customer's requirements and preferences. Business channel management, fulfillment management, and value-added management are all important components of the broader TCE. However, none of these alternatives capture the full scope of the customer's experience with the supplier.

Question 17

A form of electronic transaction formats that facilitate delivery of added value is the _______ in which one firm posts an offering and other parties submit bids.
A)community
B)catalog
C)electronic auction
D)exchange

Accepted Answer

The electronic auction is a type of transaction format where a seller posts an offering and potential buyers bid for it. This format can help to create added value by allowing for competition among buyers, which can drive up the price and result in the seller receiving a higher profit. Additionally, the electronic nature of the auction can streamline the transaction process and reduce costs for both buyers and sellers.

Question 18

The _______ cover a wide range of pre-sale,point-of-sale,and post-sale services that are commonly offered as "for-fee options." As these customer requirements tend to be more tangible than preferences,managers assess their worth using the tools of customer value management.
A)total customer experience (TCE)
B)business channel management
C)immediacy of fulfillment
D)value-added services

Accepted Answer

The term "value-added services" refers to the wide range of pre-sale, point-of-sale, and post-sale services that are commonly offered as "for-fee options" to customers. As these services have a tangible value, managers assess their worth using customer value management tools.

Question 19

In the case of indirect channels,coverage entails a choice of a _______: exclusive,where a supplier authorizes one reseller per trade area; selective,where it authorizes a limited number of resellers per trade area; or intensive,where it essentially authorizes all resellers that want to carry its line.
A)exposure
B)coverage
C)distribution intensity strategy
D)total customer experience

Accepted Answer

Coverage in indirect channels refers to the distribution intensity strategy, which involves choosing the level of distribution coverage. The three options are exclusive (one reseller per trade area), selective (limited number of resellers per trade area), or intensive (all resellers that want to carry the line). The best choice depends on the product or service being sold, the target market, and the competition in the market. However, based on the given options, the most suitable choice would be option C - intensive. This is because an intensive distribution strategy would be appropriate for products that are high-volume and low-priced, where the emphasis is on making the product easily accessible to consumers.

Question 20

The process of designing a set of marketing and distribution arrangements that create superior customer value for targeted market segments and customers,and executing those arrangements directly through supplier firm sales forces and logistics systems or indirectly through resellers and third-party service providers.
A)marketing channel
B)business channel management
C)fulfillment management
D)value-added management

Accepted Answer

The process described in the statement is best represented by business channel management, which involves designing marketing and distribution arrangements to create customer value and executing them through various channels such as direct sales forces, resellers, or third-party service providers. Marketing channel refers to the specific activities involved in delivering a product or service to customers, fulfillment management refers to managing the order processing and delivery process, and value-added management refers to creating additional value for customers through customization or related services.

Quiz 7: Business Channel Management

The _______ provides inexpensive,convenient,self-service exchange relationships with minimal value-added service,often through Internet Web sites or other direct marketing media.

The degree to which targeted customer firms are actually reached and served by the appropriate kind and number of channels is _______.A further demand is that managers match customer requirements and preferences with the capabilities of alternate channels.

The goal of _____ refers to the extent to which business channels enable a supplier firm to reach,develop,and serve targeted segments and customer firms.Ideally,supplier firms seek channels that provide coverage and exposure to as many profitable customers as possible.

A set of interdependent organizations involved in the process of making a product or service available for use or consumption is _______.

The _______ allows the customer the ability to choose to purchase a supplier's offering intact or piecemeal from several integrated or stand-alone channels on a transaction-by-transaction basis.

The _______ furnishes extensive consultation and advice,customization of offerings,frequent face-to-face encounters with supplier personnel,and a complete range of value-added services.

The goal of _______ captures the total expenditures required to deliver the intended total customer experience to targeted segments and customers.Perhaps the principal reason that supplier firms turn to indirect channels is the desire to dramatically reduce distribution costs.

In a _______,each salesperson is responsible for calling on customers in a defined territory.They perform traditional selling activities-making presentations,asking for orders,and making after-sale calls.Their efforts revolve around discrete exchanges or series of exchanges.

The _______ enables customers to purchase a wide-variety of complementary products and services from a single source.

A business-to-business (B2B) _______ is an electronic forum where multiple buyers and sellers can make bids or accept offers for a variety of products and services.Buyers and sellers can accept any price offered at any time and either party can withdraw or revise a bid.

The goal of _______ in the context of business channels entails the augmenting products and services channel partners contribute to the supplier firm's market offering.

A form of electronic transaction formats that facilitate delivery of added value is the _______ which is a hosted,though unmoderated,cyber forum where users exchange information about a particular product or service,technology,or industry.

The number of resellers authorized or direct sales persons assigned per geographic trade area is _______.By adjusting this factor,the supplier makes it more convenient for the customer to purchase an offering.

The _______ entails all aspects of a customer firm's encounter with a supplier firm.Ideally,the TCE should be a positive,seamless,and memorable interaction that matches the customer firm's purchasing requirements and preferences.

A form of electronic transaction formats that facilitate delivery of added value is the _______ in which one firm posts an offering and other parties submit bids.

The _______ cover a wide range of pre-sale,point-of-sale,and post-sale services that are commonly offered as "for-fee options." As these customer requirements tend to be more tangible than preferences,managers assess their worth using the tools of customer value management.